Senior Manager, Customer Onboarding
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Job Description
Remote admin and support roles on HireSkys cover virtual assistance, data entry, executive assistance, research, and project coordination. Reliability and clear communication matter as much as tools in these roles.
Key Skills Required
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What you will get to do:
- Personally lead the most complex, strategic or high-risk customer implementations as a hands-on program leader.
- Convert commercial commitments and customer expectations into clear scope, outcomes, milestones, responsibilities, dependencies and acceptance criteria.
- Coordinate execution across Operations, Technology, Product, Customer Success, Finance and other functions required for a successful launch.
- Maintain strong customer-facing governance, decision discipline and communication throughout implementation.
- Ensure operational readiness, transition planning and post-launch stabilization are built into each onboarding plan.
- Maintain an integrated view of active onboardings, expected pipeline demand and the resources required to deliver them.
- Identify capacity constraints early and recommend staffing, sequencing or prioritization actions before commitments are at risk.
- Establish a practical governance cadence for project health, portfolio reviews, pipeline readiness and executive reporting.
- Define and monitor measures for schedule, scope, readiness, risk, customer outcomes, resource capacity and post-launch stability.
- Analyze patterns across implementations to improve forecasting, reduce recurring issues and increase delivery efficiency.
- Directly manage the current onboarding project manager and future onboarding team members.
- Set clear expectations, outcomes and measures for the team; provide regular coaching, feedback and development.
- Assign work based on complexity, capacity, customer needs and individual capability.
- Build team capability in customer leadership, risk management, escalation, executive communication and cross-functional delivery.
- Support recruitment and onboarding of additional team members as the portfolio grows.
- Create early-warning signals for delivery, scope, resource, dependency and customer risks.
- Escalate with a clear statement of the issue, business impact, decision required, owner and recommended action.
- Provide concise portfolio reporting that distinguishes facts, assumptions, decisions, commitments and unresolved risks.
- Facilitate difficult cross-functional decisions and hold owners accountable for timely follow-through.
What will make you successful:
- Bachelor’s degree in business, operations, supply chain, technology, project management, or a related field, or equivalent relevant experience
- Experience with deals of $10M+
- Active PMP certification
- Advanced, hands-on proficiency with project management tools such as Smartsheet (highly preferred) or equivalent: project plans, dependencies, dashboards, reports, portfolio views, and executive status reporting
- 8+ years of progressive project, program, or implementation leadership, including complex customer-facing implementations
- 3+ years of formal people-management experience, including coaching and performance management
- Demonstrated ownership of multiple concurrent implementations or a delivery portfolio
- Experience with capacity planning, resource forecasting, governance design, risk management, and executive reporting
- Proven ability to lead cross-functional teams without relying on direct authority
- Excellent written, verbal, and customer-facing communication skills
- Practical experience using AI-enabled tools to improve project and program delivery, summarizing project information, identifying risks and themes, preparing status communications, and streamlining repeatable administrative work, with appropriate human review and data-handling judgment
- Must have the current and continuing right to work in the United States of America without restrictions or expirations.
- Experience in service logistics, supply chain, field service, SaaS, managed services, or another complex operational environment
- Experience building or materially improving a customer onboarding or implementation operating model
- Experience with enterprise customers, multi-region launches, operational integrations, or high-dependency programs
- Familiarity with HubSpot or equivalent CRM, ERP, service management, and business intelligence platforms
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DISHER Talent
View Company ProfileDISHER Talent (operating at dishertalent.com) is a consulting and search firm specializing in technical and engineering talent recruitment. Founded in 2000 by Jeff Disher and headquartered in Zeeland, Michigan, DISHER Talent positions itself as more than just a recruitment agency—it serves as a strategic partner for businesses seeking top-tier technical talent. Unlike traditional staffing firms that focus solely on filling roles, DISHER Talent emphasizes recruiting, vetting, and hiring exceptional engineers and technical professionals, ensuring a seamless integration with client organizations. Their approach combines deep industry expertise with a consultative mindset, helping companies navigate complex hiring challenges in fast-evolving tech landscapes. This allows businesses to access high-caliber candidates efficiently while mitigating risks associated with misaligned hires. With a commitment to excellence and a nationally recognized presence, DISHER Talent bridges the gap between skilled talent and organizations in need of specialized expertise.
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